We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4361 results
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Decision Reference DRN-2916847
15 Sep 2021 esure Insurance Limited Not upheldInsuranceDRN-2916847 The complaint Mr D has complained about the manner in which esure Insurance Limited dealt with a claim against his motor insurance policy. What happened In February 2021 esure contacted Mr D to say it had received a claim from a third party insurer alleging his car had caused d... (3 pages)View decision -
Decision Reference DRN-4191832
1 Sep 2023 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-4191832 The complaint Mr K complains that he was mis-sold a training course he purchased using a loan from Caledonian Consumer Finance Ltd (“Caledonian”). Mr K is represented by another party but to keep things simple I’ll just refer to Mr K in my decision. What happened On 28 October ... (4 pages)View decision -
Decision Reference DRN-1164956
19 May 2020 Fresh Insurance Services Group Limited Not upheldInsuranceDRN-1164956 The complaintMr W has complained that the broker, Fresh Insurance Services Group Limited renewed his car insurance policy against his wishes. What happenedMr W bought a car insurance policy through a broker, Fresh Insurance in 2018. In February 2019 Fresh emailed Mr W a renewal... (3 pages)View decision -
Decision Reference DRN8364228
2 Nov 2016 Mercedes-Benz Financial Services UK Limited UpheldBanking and creditMs D complains that Mercedes Benz Financial Services UK Limited (MBFS) has charged her an unfair amount for a lost document. She brings this complaint through her representative Mr R.backgroundWhen Ms D returned her hire purchase vehicle back to MBFS, she was told that t... (2 pages)View decision -
Decision Reference DRN-4902227
25 Sep 2024 BISL Limited Not upheldInsuranceDRN-4902227 The complaint Mr S complains that he was quoted a higher price for a motor insurance policy by BISL Limited (an intermediary) than had been quoted for it on a comparison website. What happened Mr S was quoted £371.51 for the policy on the comparison website to insure a brand... (2 pages)View decision -
Decision Reference DRN3682104
21 May 2018 Nationwide Building Society Not upheldBanking and creditMr B has challenged the validity of his mortgage to Nationwide Building Society.backgroundIn 2002 Nationwide issued a mortgage offer to Mr B. it offered to lend him £119,695. The mortgage offer dated 8 April 2002 is signed by both Mr B and Nationwide. On 23 August ... (3 pages)View decision -
Decision Reference DRN7954475
5 Sep 2017 N.I.I.B. Group Limited Not upheldBanking and creditMr C complains that N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance) won’t allow him to transfer a hire purchase agreement into his son’s name. Mr C’s son, who is the primary driver of the car, brings the complaint on behalf of his father, bu... (3 pages)View decision -
Decision Reference DRN0716330
23 Sep 2014 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mrs A complains about the way in which Aviva Insurance Limited handled a claim she made under her motor policy after her car was involved in a collision. She would like to be properly compensated for the problems she experienced as a result of Aviva’s delay and its failure to tell he... (2 pages)View decision -
Decision Reference DRN3700278
19 Dec 2014 Lloyds Bank PLC Not upheldBanking and creditMr E complains, on behalf of an organisation B, that Lloyds Bank plc (trading as TSB) didn’t transfer B’s account to TSB Bank plc as agreed. And B can’t use its local branch as a result. backgroundIn 2013 Lloyds TSB plc carried out a major re-structure to de-merge and create a ne... (2 pages)View decision -
Decision Reference DRN-4402141
1 Dec 2023 esure Insurance Limited UpheldInsuranceDRN-4402141 The complaint Mr C complains about how esure Insurance Limited trading as esure (“esure”) handled a claim under his motor insurance policy. What happened Mr C had a motor insurance policy with esure covering his car. He was involved in a serious collision with a third-party veh... (2 pages)View decision
